Terms and conditions

About these terms

These terms apply when you use this website or book coaching with me. Shift Coaching is run by Emma Payne [as a sole trader, OR through Company Name Ltd, company number 00000000], of [business or correspondence address]. You can contact me at [email protected].

When you book a session or programme, you're agreeing to these terms. Please read them, and ask me if anything isn't clear.

What coaching is, and isn't

Coaching is a practical, forward-looking partnership. I listen, ask questions and help you find strategies that work for you.

• Coaching isn't therapy, counselling, medical treatment or legal or financial advice.
• I don't diagnose ADHD or any other condition.
• Coaching doesn't replace care from your GP or another health professional.
• Results depend on lots of things, including the work you do between sessions, so I can't guarantee a particular outcome.
• You're responsible for the decisions you make and the actions you take.

Booking and prices

Every new client starts with a free clarity call. It's a no-obligation chat to see whether coaching is right for you.

If we agree to work together, I'll confirm by email which service you've chosen, the price and how you'll pay. Our agreement starts when you confirm you'd like to go ahead. [Emma to confirm: does she also send a written client agreement to sign?]

The price you pay is the one we agree when you book. I'm not VAT registered, so no VAT is added. I may change my prices in future, but that won't affect anything you've already booked.

Paying

• SHIFT 1:1 and pay-as-you-go sessions: I'll invoice you after each session. Please pay within [7] days.
• Programmes paid in full: please pay [before your first session].
• How to pay: [bank transfer / card payment link]. Details are on your invoice.

If an invoice is unpaid after the due date, I may pause any further sessions until it's settled. I'll always talk to you first.

If your employer is paying

If your workplace is funding your coaching, I can invoice your employer, HR department or Learning and Development budget directly. Please give me the right contact and any purchase order number before we start.

Your employer is responsible for paying the invoice on their usual terms, up to [30] days. [Emma to decide: if an employer doesn't pay, is the client responsible?]

Business customers don't have the 14-day right to cancel that consumers have.

Sessions and rearranging

• Sessions take place online, by Google Meet. [Emma to confirm: are in-person sessions ever available?]
• Each session lasts [60 minutes].
• Please join from somewhere private, where you can talk freely.
• If you need to rearrange, please give me at least [48 hours] notice and we'll find another time.
• With less notice, or if you don't attend, the session [is charged in full / counts as used]. I understand that life happens, so I'll always look at genuine emergencies case by case.
• If you're more than [15 minutes] late, we may need to finish at the usual time.
• If I need to cancel or rearrange, I'll give you as much notice as I can and offer another time at no extra cost.
• If the connection fails and we can't continue, we'll rearrange the rest of the session.

Programme sessions need to be used within [3 months for SHIFT 7, 2 months for The Workplace SHIFT, 6 weeks for The Neuro-Inclusive Manager] of your first session, unless we agree otherwise.

Your 14-day right to cancel

If you're booking as an individual (a consumer) online, by email, by phone or by message, the law gives you 14 days from when we agree to work together to change your mind, for any reason.

• To cancel, just email [email protected] within those 14 days.
• If you've already paid, I'll refund you within 14 days of you telling me.
• If you ask to start sessions within the 14 days and then cancel, I'll deduct the cost of any sessions we've already had.
• Once all the sessions you've paid for have taken place, the right to cancel ends.

Ending early and refunds

You can stop coaching at any time. After the 14-day period:

• SHIFT 1:1 and pay as you go: just let me know. You only pay for sessions that have already taken place.
• Programmes paid in full: [Emma to decide, for example: I'll refund any unused sessions, minus the £15 pay-in-full discount, OR payments are non-refundable but unused sessions can be moved to a later date]

I may end our coaching if I feel it's no longer helping you, if you need a different kind of support, or if there's behaviour that makes sessions unsafe. If that happens, I'll explain why, suggest other support where I can, and refund any sessions you've paid for but not had.

Your wellbeing

If you're in crisis or worried about your safety, coaching isn't the right support at that moment. Please contact:

• Your GP, or NHS 111 for urgent help
• 999, or go to A&E, in an emergency
• Samaritans, any time, on 116 123

Please tell me before we start if you're receiving treatment or support for your mental health, so we can make sure coaching works alongside it.

Confidentiality

What you share in coaching stays between us. The only exception is if I believe you or someone else is at serious risk of harm, or if the law requires me to share information. Where it's safe and possible, I'll talk to you first.

How I look after your information is explained in my privacy policy.

Resources and materials

Any worksheets, toolkits, frameworks or other materials I give you are for your own use, or for use within your own team if you're on a workplace programme. Please don't copy, share or sell them more widely without my permission. I keep the copyright in them.

Responsibility and liability

I'll always provide my services with reasonable care and skill. If something goes wrong because of something I've done, my total liability to you is limited to the amount you've paid me for the service in question.

I'm not responsible for decisions you make or actions you take as a result of coaching, or for losses I couldn't reasonably have foreseen.

Nothing in these terms limits my liability for death or personal injury caused by negligence, for fraud, or for anything else the law doesn't allow me to limit. It also doesn't affect your legal rights as a consumer.

Using this website

• The information on this website, including the Access to Work guidance, is general information. It isn't professional advice for your situation, and rules can change.
• I try to keep everything accurate and up to date, but I can't guarantee it always will be.
• Links to other websites are there to help you. I'm not responsible for their content.
• The words, design and images on this website belong to Shift Coaching. Please don't copy them without permission.

Complaints, changes and the law

If you're unhappy with any part of my service, please email [email protected]. I'll reply within [5 working days] and do my best to put things right.

I may update these terms from time to time. The version that applies is the one in place when you booked.

These terms are governed by the law of [England and Wales]. If you live in Scotland or Northern Ireland, you can also bring a claim in your local courts.